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Memorable Airport Experiences
From ambience to amenities, we aim to make our airports both a destination and an experience. We constantly strive to deliver the ultimate airport experience for our guests and other stakeholders by emphasising on safety and security, delivering service improvements through use of technology and innovation and enhancing the journey of our guests by becoming ‘Caring Hosts’.

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Memorable Airport Experiences




GOAL 9: Industry, Innovation And Infrastructure

Develop sustainable and resilient infrastructure to promote economic development and human well-being and retrofit industries to make them sustainable with increased resource-use efficiency.


GOAL 11: Sustainable Cities And Communities

Provide access to safe, affordable, accessible and sustainable transport systems for all while reducing environmental impact arising from improved connectivity.


GOAL 16: Peace, Justice And Strong Institutions

Promote peaceful and inclusive societies for sustainable development, provide access to justice for all and build effective, accountable and inclusive institutions at all levels.


GOAL 17: Partnerships For The Goals

Encourage and promote effective public, public-private and civil society partnerships, building on the experience and resourcing strategies of partnerships to achieve the Sustainable Development Goals.



We have in place initiatives in line with the SDGs to sustainably and safely deliver a joyful experience to our airport guests and other stakeholders while providing feedback channels which allows us to constantly improve our services.

Strenghtening Airport Safety and Security


We place great emphasis in the safety and security of our airports by adhering to the strict requirements and regulations by international and national standards. We are committed to ensure the highest levels of safety and security for the benefit of our airport guests and other stakeholders.

Aerodrome Certification – Our certified aerodromes comply with Malaysia’s Civil Acts and Regulations, the Civil Aviation Authority of Malaysia’s (CAAM) Airport Standards Directives and standards set by the International Civil Aviation Organisation (ICAO). Having our airports certified signals to our stakeholders that we always place safety as our top priority.

Safety Management System – We have in place a robust Safety Management System (SMS) to effectively identify, assess and manage safety issues at all of our certified airports. We also ensure that our airports are constantly in compliance with safety regulatory requirements.

Runway Safety Team – As part of the Safety Management System, we have in place Runway Safety Teams (RST) at all of our certified airports. RST is a multidisciplinary team consisting of air traffic controllers, pilots and our representatives which constantly monitors and provide recommendations for improvements on the safety aspects of runway operations at our airports.

Safety and Security Exercises – In line with ICAO’s requirements, we annually conduct emergency drills and crash practices to test our readiness and preparedness in events of emergencies at all of our airports.

Delivering Exceptional Service Quality


We believe that service quality must be rooted in the values that form our corporate culture. We participate in the Airports Council International (ACI) Airport Service Quality (ASQ) programme, a global benchmarking programme that measures passenger satisfaction while travelling through airports.

Every year, we embark on multiple initiatives to meet and cater to the growing and continuously-changing needs of our airport guests. Our #1Improvement1Week campaign reaffirms our commitment of delivering improvements to our airports either by upgrading existing or installing new infrastructure, enhancing the ambience of terminals, improving wayfinding and elevating the experience travelling through our airports.

In 2018, we have delivered numerous improvements across our airports in Malaysia which were announced on our social media platforms and will continue to do so in 2019.

Becoming Caring Hosts

We have embarked on the ‘Happy Guests, Caring Hosts’ Service Culture Transformation Programme in line with our commitment to create joyful experiences for our airport guests.

‘Happy Guests, Caring Hosts’ strengthens our focus in guest experience by placing equal importance to the value of human interactions in our guests’ journeys through airports. Our focus has now shifted from merely providing customers with operational excellence to one that is more experiential to create more memorable moments.

We are currently embarking on this culture transformation through 40 chosen catalysts amongst our employees who will play the role of educating and inspiring those around them to internalise the ‘Happy Guests, Caring Hosts’ philosophy.

Going Online and Digital


We aim to increase our online presence through digital platforms to enhance stakeholder engagement level. Currently, we have a presence on all popular social media platforms including Facebook, Twitter, Instagram, YouTube, LinkedIn and Weibo. These platforms serve as a channel for information dissemination, as well as for garnering feedback. 

MYairports App – We have launched our mobile app to act as an airport travel guide which provides features including live flight information, dining and shopping promotions, home-to-airport navigation and dynamic airport wayfinding. The introduction of this app signifies our commitment in embracing digitalisation as part of the Airports 4.0 initiative.

Customer Affairs & Resolution Excellence (CARE) - Our CARE unit is dedicated in responding to passenger feedback through various platform including social media to ensure that all of our passengers’ needs and wants are being addressed. The feedback is channelled to the CAREsys Feedback Management System so that feedbacks are monitored for timely resolution. In 2018, we received a customer satisfaction rate of 81.4% while 99% of the complaints received were resolved.


*This section must be read in tandem with the information provided in our Sustainability Report 2018

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